Increase Customer Satisfaction by Offering More Shipping Options at Checkout

Increase Customer Satisfaction by Offering More Shipping Options at Checkout

06 March, 2018

Insights

Traditionally, shipping options offered by etailers have been standard, expedited, and overnight.

However, today’s e-commerce shopper requires more flexibility and choice on the checkout page. In most cases, giving customers access to multiple shipping options is proven to decrease shopping cart abandonment upon checkout. Oftentimes, consumers will choose a retailer based on the number of available delivery options. E-commerce companies that think outside the box and beyond traditional shipping options ultimately provide shoppers with a more satisfying customer experience.

However, in today’s global shipping market, purchasing items internationally can be expensive and confusing. The added shipping costs, language barriers, and currency conversions can quickly discourage shoppers from considering a purchase from the other side of the world. Cross-border shoppers also worry about the security of their payments, with preferred payment methods differing from country to country.

It’s essential for etailers to provide the right international shipping solution to support these customers. Including additional features such as preferred and secure payment methods, local language and currency, and global package tracking can make cross-border shoppers feel right at home. A more familiar and comfortable checkout experience will encourage your international customers to return.

Free or Reduced Shipping

When customers order their products with sufficient time for delivery, most expect that they will be able to choose from a variety of shipping options, including free or reduced alternatives that deliver within a reasonable amount of time. Since the etailer needs to cover the cost of shipping either way, free delivery options are more commonly offered on domestic orders. However, it is important to offer both domestic and international shoppers some form of shipping savings when they are willing to wait a little longer for their package.

Tracking

Consumers prefer to see the status of their packages after making an online purchase. According to the latest IPC cross-border e-commerce shopper survey, 61 percent of consumers had tracking available on their purchases, but still consider this a pain point. Providing your customers with accurate and timely tracking information is key to customer satisfaction. Online shoppers, especially those ordering from international sellers, want detail on where their package is throughout the entire shipping process. By offering an efficient and user-friendly package tracking system that provides shoppers with access to tracking from shipment through delivery, etailers can quickly increase customer satisfaction. Customers will shop with confidence, knowing exactly where their packages are and when they will be delivered.

Returns

Before feeling confident about completing a purchase online, shoppers want to know that they have the option to make a return if need be. Providing a clear and upfront explanation of how your business handles returns will help prevent misunderstandings that could cost you repeat customers. Include pertinent information on your e-commerce site such as how shoppers can contact you about a return, whether they can expect to receive a refund or a credit, and whether or not they need to pay for the return shipping. For international customers, offering a simplified, global returns process will significantly increase your chances of gaining repeat business.

Maintain Customer Satisfaction

Modern online shoppers expect choice when it comes to delivery methods. To help your brand better serve these consumers and expand both locally and globally, offer shoppers a wider range of shipping options. Everyone enjoys flexibility, especially when it comes to the cost of delivery. More shoppers will follow-through with their orders if they feel like they have control over how and when their products will arrive. As a result, you’ll likely see a decrease in last-minute shopping cart abandonment, and an increase in customer satisfaction and retention.

Enquire about our e-commerce solutions to discover how Asendia can help your business grow globally.

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